Bi Solutions Lead: Product Support & Analytics

Cvs Health; Santa Fe Capital; On-site; ARS 600,000 - 1,200,000; Full time

Job summary

CVS Health is seeking an IT Support Associate in Argentina to provide first-line technical assistance for hardware, software, and network issues. You will manage incidents, support ITSM processes, and collaborate with IT teams and vendors to ensure service quality.

The role requires 2+ years in IT support, knowledge of M365, AD/Okta, and strong communication in Spanish and English. On-site position with opportunities to contribute to security and device management initiatives.

Qualifications

• Associate's or Bachelor's in IT or related field.
• Minimum 2 years in technical support/Help Desk.
• Strong analytical, troubleshooting, and problem-solving skills.
• Experience administering and supporting Microsoft 365.
• Experience with identity and access management (AD, Okta).
• DNS/DHCP and networking fundamentals.
• Cybersecurity basics and endpoint protection knowledge.
• Familiarity with Microsoft Intune and device compliance management.
• Fluent in Spanish and English (written and spoken).
• ITSM concepts: incident management, request fulfillment, SLA management.

Responsibilities

• Provide first-level support for hardware, software, telecom, mobile devices, and network connectivity.
• Troubleshoot, diagnose, and resolve routine incidents affecting users.
• Assist with installation, configuration, relocation, and removal of IT assets.
• Own and track incidents and service requests through resolution and SLAs.
• Administer ITSM processes related to Incident Management and Request Fulfillment.
• Identify recurring issues and communicate improvements to IT teams.
• Collaborate with internal teams and vendors to resolve escalated incidents.
• Maintain excellent customer service and clear end-user communication.

Skills

Analytical skills

Troubleshooting

Problem solving

Microsoft 365

Identity and access management

Active Directory

Okta

DNS/DHCP

Networking fundamentals

Microsoft Intune

ITSM concepts

Incident management

Request Fulfillment

SLA management

Bilingual communication (Spanish/EN)

Education

Associate's or Bachelor's Degree in IT/CS/Engineering

Tools

Microsoft Intune

Active Directory

Okta

Job description

This position is responsible for providing first-level technical support to end users and ensuring the effective delivery of IT services across the organization. The role supports the maintenance and operation of IT infrastructure, telephony, network connectivity, hardware, software, and user access services.

The Technical Support Associate is also responsible for supporting IT Service Management (ITSM) processes, including incident management, request fulfillment, ticket administration, service level compliance, and continuous service improvement activities following ITIL best practices.

Primary Job Accountabilities/Responsibilities

• Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues.
• Perform troubleshooting, diagnosis, and resolution of routine technical incidents affecting end users and business operations.
• Respond to requests for support, installation, configuration, relocation, and removal of hardware and software provided by the company.
• Own and track incidents and service requests through resolution, ensuring compliance with established Service Level Agreements (SLAs).
• Administer and maintain IT service management processes related to Incident Management and Request Fulfillment.
• Identify recurring issues, incident trends, and service improvement opportunities and communicate findings to appropriate IT teams.
• Collaborate with internal technical teams and third-party vendors to resolve escalated incidents and service requests.
• Provide excellent customer service and maintain effective communication with end users throughout the support lifecycle.

Required Experience, Skills, and Knowledge

Education

• Associate's or Bachelor's Degree in Information Technology, Computer Systems, Computer Science or Engineering, or equivalent experience.

Previous Experience

• At least two (2) years of experience in a Technical Support, Help Desk, Service Desk, Desktop Support, or similar IT support role.

Knowledge and Skills

• Strong analytical, troubleshooting, and problem-solving skills.
• Experience administering and supporting Microsoft 365 services.
• Experience with identity and access management solutions (e.g., Active Directory, Okta).
• Knowledge of DNS, DHCP, and networking fundamentals.
• Understanding of cybersecurity fundamentals, endpoint protection, phishing awareness, and security incident escalation procedures.
• Familiarity with endpoint management solutions such as Microsoft Intune, endpoint provisioning, and device compliance management.
• Knowledge of IT Service Management (ITSM) concepts and processes.
• Understanding of Incident Management, Request Fulfillment, escalation procedures, and SLA management.
• Strong customer service orientation and commitment to delivering a positive end-user experience.
• Excellent written, verbal, and interpersonal communication skills in Spanish and English.
• Ability to collaborate effectively across technical and business teams.
• Demonstrated accountability, organization, and attention to detail.

Other Requirements

• Ability to prioritize and manage multiple tasks in a fast-paced environment, while demonstrating a strong sense of urgency.